I spoke with a retail manager the other day who said, “I agree with the principles in Figure It Out. But how do I make decisions when I’ve got an angry customer standing in front of me. I don’t have time to use the 5Cs.” Here’s what I suggested:
Begin by recognizing that you do have the ability to defer the demand for an immediate decision simply by asking politely to do so. Wait for the person to explain their concern or frustration. Ask any questions you might have to clarify the situation. You might also ask how the customer would like to see the problem resolved.
Then ask if you can step away for a couple of minutes to research the situation. Even angry customers are going to say yes. First, they’d rather get the best resolution. Second, you asked politely and they won’t want to appear uncooperative. Only someone who’s trying to bully you would refuse. In that case, you can simply say, “I’m sorry, it’s going to be difficult for me to help you if I can’t research what happened. Chances are, they’ll relent.
Then step away and take a couple of minutes to consider your options. You might consult a colleague. You might research the customer’s purchasing history. You might talk with the associate who originally handled the transaction. Think about what you’re going to say when you return to the floor.
When you return to the customer, thank them for their patience. Explain what you’ve discovered and your suggestion for the best resolution. Then get quiet and see how they respond. Chances are they will cooperate. If not, ask once again how they would like to see the situation resolved. If necessary, excuse yourself and reconsider and re-research.
Once the situation has been resolved, take a minute to reflect on the entire interaction. What was the original challenge? What options did you have? Why did you choose the one you did and what was the outcome? Finally, what if anything should you have done differently? Do this enough and you’ll begin to see patterns in what works and what doesn’t.
It can be so easy to be pressured into making an ill-advised decision these days. Take a breath, remember that resolving problems requires the participation of the customer, and act deliberately to ensure that resolution is a positive one.